Customer Service and Collections Specialist

About usMoney Sweetspot is a social enterprise reshaping how New Zealand approaches personal debt through an ethical, human-centred Financial Reset model.We combine responsible lending and financial education to help people move through debt with dignity and build long-term financial wellbeing.We're building the best place in the world to get out of debt — rewriting some of the traditional rules of credit and recognising the people and stories behind the numbers.About the roleWe're looking for an experienced Customer Service & Collections Specialist for a part-time, fixed-term role based in Auckland, ending 31 March 2027.You'll be the voice of Money Sweetspot for our customers, managing inbound and outbound communications and helping people navigate their Financial Reset journey.You'll take ownership of our collections ledger, including payment arrangements, restructures, hardship, wellbeing check-ins, and working with customers to get things back on track. It's a role with genuine accountability, and you'll be able to see the results of your work clearly in both customer outcomes and portfolio performance.We have a high bar for what good looks like in specialist lending. Treating customers fairly, staying professional under pressure and using sound judgement matter just as much as getting the numbers right.Our values; empathy, curiosity, courage and transparency aren't words on a wall, they're how we expect you to work.About youYou're an experienced collector with a background specifically in consumer credit or consumer debt collection.Your experience means you're probably not looking for another job with a dialler and a script. You want enough autonomy to make good decisions, take responsibility for your portfolio and see the results of your work.You're a firm but fair communicator. You listen properly, ask good questions and follow up with clear options, actions and support.When something doesn't fit neatly into a process, you use judgement and find a way through. You're practical, curious and a creative problem solver.Many of our customers have experienced difficult circumstances and may have felt judged by other lenders or professionals. That makes empathy important, but good boundaries matter too. We support people without making promises we can't keep or taking responsibility for things that aren't ours to solve.We're a small, digital-first business, so being comfortable working without piles of paper, large teams or layers of process needs to be second nature.This is a hybrid role. You'll need a private space at home where you can have sensitive conversations with customers. When we're together in the office, you'll be comfortable speaking up. That means sharing what's working, talking honestly about challenges and helping us decide where to focus next.Being up front about our non-negotiables1. You must be Auckland-based and have the right to live and work in New Zealand.2. You already have consumer lending or consumer debt collection experience.*We know there are transferable skills, but this short-term role needs someone who can bring that knowledge with them from day one.3. We need someone who can commit through to 31 March 2027. We're a small team and hiring and onboarding well takes time, so continuity matters. In return, we'll make the same commitment to you and provide one additional paid week off over Christmas, separate from your statutory holiday entitlement.If you already know there is something likely to prevent you from staying for the full term, this isn't the right role for you.